POSITION SUMMARY: The primary purpose of this position is to apply knowledge of all Federal, State and County policy for all public assistance programs administered through the Income Maintenance Unit. Determine eligibility according to policy for all applicants and recipients in need of assistance. Maintain a caseload (case banking) for eligible recipients who are in compliance with program guidelines. Be a resource person for all internal and external clientele, responding to their needs, making appropriate referrals to other available resources, while providing high-quality customer service. PRINCIPLE ACCOUNTABILITIES: Provide client services to internal and external customers in-person, by phone, mail, fax or email responding to requests for information, services or referring to appropriate source with Human Services. Performs data entry into multiple county and state computer systems and retrieves information from those systems. Serve as first point of contact for client services. Answer, return and resolve client phone calls. (interpreter maybe required) Utilize and maintain phone call processing system. Assist as a navigator for clientele outreach and referrals. Process and assist with Financial Unit programs: Schedule interview with applicants, assist with completing applications, verify financial status, and referral to other services. Conduct client interviews in person or by phone and verify information needed. Establish and maintain eligibility and provide client case management. Provide assistance and support as assigned: Process incoming mail as assigned. Provide support and backup duties throughout the financial unit as assigned. Assist clients in completing forms pertaining to financial unit. Prepare application materials. Complete forms for collections and law offices. Maintain cases on Maxis, MMIS, METS, MEC2, and TPL systems. Communicate program requirements, maintain cases, manage transfers, update systems, Dail processes, prepare monthly reports and verify new information. Provide education, enrollment, and assistance to managed health care enrollees. Collaborates with Employment and Training staff on MFIP, DWP, and SNAP cases. Enter and process client applications including information verifications for all programs, including Collecting and analyzing complex financial documents. Ensure case accuracy for audits, reviews, and quality control. Prepares for and attends appeal hearings. Compute and file overpayments with fraud referrals. Approve and issue vendor payments. Support program participants in achieving the highest degree of independence and addressing barriers to self-sufficiency. Assist as a navigator for clientele outreach and referrals. Communicate with other colleagues regarding policies, trainings, and changes to programs. Coordinate client information with other agencies. Provide quality customer service to internal and external customers Cooperate and communicate effectively and in a timely fashion with Agency staff, clients, providers, other counties, DHS and the public in the discharge of job responsibilities. Support and promote the concepts of teamwork in the delivery of quality services. Develop and maintain positive working relationships within and outside the Agency. Provide an environment of trauma informed, respectful relationships, such as unit to unit, staff to client, staff member to staff member. Demonstrate Trauma informed work behavior with clients, community members, and agency staff that defuses conflict, allows others to be heard and demonstrates respect for others. Maintain professional dependability through example: i.e. on time, completion of tasks, and willingness to assist and /or complete duties agency staff are charged with when necessary. Promote and maintain the spirit of cooperation with co-workers. Promote, develop and maintain good working relationships with the public, the community and other agencies. Use language to create a safe and respectful work environm nt. Complete other duties as assigned by the Agency: Comply with all county and/or agency Safety Policies. Attend Sub-Unit, Unit and All staff meetings. Participates in public speaking activities with community as requested. Other duties as assigned by Agency Administrator. Explain and interpret state and federal policy Maintain data privacy per state and federal laws.